Senior Manager, Product & Data Support

About Definitive Healthcare:

At Definitive Healthcare (NASDAQ: DH) were passionate about turning data analytics and expertise into meaningful intelligence that helps our customers achieve success and shape the future of healthcare. We empower them to uncover the right markets opportunities and peoplepaving the way for smarter decisions and greater impact.

Headquartered just outside of Boston Massachusetts Definitive Healthcare operates across North America Europe and India supporting a growing global client base of more than 2400 customers since our founding in 2011.

Were also a great place to work. In 2024 and 2025 we earned multiple workplace honors including Built Ins 100 Best Places to Work in Boston (both years) a Stevie Bronze Award for Great Employers and recognition as a Great Place to Work in India.

We foster a collaborative inclusive culture where diverse perspectives drive innovation. Through programs like DefinitiveCares and our employee-led affinity groups we strive to promote connection education and inclusion.

Definitive Healthcare is building aProduct & Data Support functionfrom theground up. This is a leadership role responsible for designing andoperatingthe systems that connect product and data knowledge to the teams who need it Sales CS PS and Solution Engineering while reducingdaytodayescalations to Product and Engineering.

You will own theTier2 support operating modelendtoend: intake triage coordination resolution knowledge capture and continuous improvement. This role doesnotown roadmap decisions or engineering delivery but itdoesown the processes that keep those teams focused on execution.

This role sits within Product Operations anAInativefunction built for leverage over headcount. Youwontinherit a mature team you willdefine the function build the systems and knowledge infrastructure and hire a small team ofhighleverageICs.

There is real organizational pain today aroundrequestvisibility and resolution. You will own the solution.

What Youll Do

Building and Scaling the Function

• Define the operating modelworkflows tooling and knowledge infrastructure

• Provide a Tier2 support layer that reduces reliance on Product & Engineering

• Establish clear ownership SLAs and escalation paths across commercial teams

• Improve resolution times reduce escalations andeliminaterepeat issues

• Maintainaccurate discoverable product knowledge and enablement content

People Leadership

• Hire onboard and develop a small team of product/data support specialists

• Define roles responsibilities and career paths as the function matures

• Establish operating rhythms that balance speed quality and learning

Support Intake & Resolution

• Own the front door for product/data bugs issues and questions

• Consolidateall intake channels into a singlecentralized portalusing Jira Service Management

• Set SLAs and ensure consistent communication back to requesters

• Coordinatemultiteamissue resolution without owning the underlying work

• Build an escalation model that routes to the right SMEs and reduces leadership involvement

Reporting & Visibility

• Deliver weekly operational views of open overdue andatrisktickets

• Own monthly executive reporting: volume resolution times escalation rates knowledge gaps

• Maintain a proactiveatriskclient report

• Define and track service health metrics todemonstratefunction value

Knowledge Management

• Treat every resolved ticket as a knowledge asset

• Identifyrepeat questions and content gaps; route insights to content owners

• Build anAIassistedselfservicelayer to reduce ticket volume

• Partner with CS enablement to ensure support insights feed the content pipeline

WhatYoullBring

• 8 years in product support product ops knowledge management or similar

• Experiencebuilding or rebuilding a support function

• Strong background inknowledgecenteredservice models

• Practical experience applying AI to support and knowledge workflows

• Ability to drive accountability across product engineering data and commercial teams

• Experience driving tool/process adoption acrossnontechnicalusers

• Strong program management andcrossfunctionalcoordination skills

• Comfortoperatingin ambiguity and shaping a new mandate

• Expertisein Jira Service Management or similar tooling

• SaaS dataproduct or healthcare tech experience a plus

What YouWontFind Here

• A defined function waiting to be optimized

• A largeteam weprioritize leverage and AI over headcount

• Clean orgboundaries this rolerequiresnavigating ambiguity and brokering alignment

Your First 90 Days

• Embed with product engineering commercial CS and PS teams to understandcurrentstateworkflows

• Assess existing request history tooling and knowledge infrastructure

• Build a clear view ofwhatsbroken and what should be preserved

• Implement high-impact low-effort changes to improve our workflows and serve out internal customers

• Design the integration model between this function andTier1 CS support

• Present a structured proposal outlining ownership operating modelrequiredsystems and build sequence

Werenot looking for someone to execute a plan we handthem werelooking for someone who candefine the plan.

Compensation and Benefits

The salary range for this position is $149600 $187000 per year which represents the base pay the company reasonably and in good faith expects to pay for this role. Actual pay within this range will be determined based on factors such as relevant experience skills and qualifications.

Depending on the position employees may also be eligible to participate in a company bonus or commission plan. All employees are eligible for a comprehensive benefits package including medical dental and vision coverage unlimited paid time off and participation in the companys 401(k) plan with employer contribution.

Why we love Definitive and why you will too!

• Industry leading products
• Work hard and have fun doing it
• Incredibly fast growth means limitless opportunity
• Flexible and dynamic culture
• Work alongside some of the most talented and dedicated teammates
• Definitive Cares our community service group gives all of us a chance to give back
• Competitive benefits package including great healthcare benefits and a 401(k) match

What our Employees are saying about us on Glassdoor:

Great Work atmosphere great work life balance excellent company to work for amazing top notch product incredible customer service lots of tools to help you succeed.

-Business Development Manager

Great team. Amazing growth. Employees are treated very well.

-Research Analyst

I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there.

-Profile Analyst

If you dont fit all of these qualifications but believe youre still a great fit feel free to apply and tell us why in your cover letter.

If you are a California Colorado New York City or Washington resident and this role is a remote role you can receive additional information about the compensation and benefits for this role which we will provide upon request.

Definitive Hiring Philosophy

Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race color religion age gender gender identity sexual orientation or any other status. If youre interested in working in a fast growing exciting working environment we encourage you to apply!

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Please note: All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators using an @ email address. We do not advertise open roles on Facebook and will never request money transfers or ask candidates to purchase equipment with a promise of reimbursement. If you receive any suspicious communication please contact to verify your status in the application process.